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25th Nov 2019

Process Group Manager ICBU DBU

Job Description

Process Group Managers of Inter Company and Domestic Business Units at Systems Limited serve customers by planning and implementing department strategies and operations; improving systems and processes while managing staff.

Responsibilities:

  • Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications and majorly producing quality services according to the best customer-services standards; contributing information and analysis to organizational strategic plans and reviews.
  • Develop systems of customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
  • Maintain and improve operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
  • Accomplish human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • Meet department’s financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  • Prepare department’s performance reports by collecting, analyzing, and summarizing data and trends.
  • Maintain equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
  • Maintain professional and technical knowledge by tracking emerging trends in operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Requirements:

  • 8 to 10 years professional experience including 3+ years in BPO operations management.
  • Business degree with IT background preferred.
  • PMP certified or equivalent.
  • Tech savvy.
  • Inspiring leadership, interpersonal and people management skills.
  • Excellent analytical, communication, presentation and problem-solving skills.
  • Entrepreneurial, passionate, highly organized and customer focused.
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